Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system soon.

New Features

CRM Connector Updates

• To ensure that admins can specify values to be automatically populated but also uneditable during manual case creation, autofill rules are now applied to conversations even when the Edit New or Edit Existing options are turned off at the object level.

• We've updated conversation text to include the author's name, providing better context and clarity within discussions.

• To enable more precise automation, automation rules with Conversation as the Source Type now evaluate each message received by the author.

• We’ve introduced the new Automatically add future posts to case setting. This enables you to configure whether the case created by automation receives future updates from the case in the CRM and is turned off by default.

Refer to the CRM documentation for more information about the CRM Connector.

Care Analytics: Raw Author Export

We’ve added a new Community Email* column to the Raw Author Export that contains each author’s community email address when available.

Learn more about the Raw Author Export.